Empathetic Collections Specialist - Secured Lending

Stellar Select; Rotherham; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Great culture

Pension scheme

Health cover - optional

PAM assist

22 days holiday

Attendance bonus

Monthly incentive

Job summary

Stellar Select in the United Kingdom is seeking a Collections Specialist to support vulnerable customers and manage arrears for secured lending. You will contact customers to negotiate repayment plans, assess affordability, and monitor ongoing arrangements within a small, supportive team.

The role emphasizes empathy, professional communication, and adherence to FCA guidelines, with a focus on accurate reporting and collaboration with external agencies. A positive, hands-on contributor is valued.

Qualifications

• Excellent customer service skills.
• Ability to empathise with customers while maintaining a professional approach.
• Ability to meet expectations and work towards individual and team targets.
• Excellent team player with strong organisation and processing skills.
• Knowledge of Microsoft Word and Excel with ability to develop skills in this area.
• Experience in working in a dedicated collections role within secured lending.

Responsibilities

• Contact customers who have missed repayments by telephone, email or letter; identify reasons and discuss a repayment plan.
• Discuss income and expenditure with customers as part of an ongoing payment plan.
• Monitor existing arrangements to ensure agreements are kept and reviewed regularly.
• Build strong relationships with customers; identify vulnerability and understand their circumstances.
• Provide management with updated reports on cases and other information.
• Adhere to FCA guidelines on treating customers fairly when in arrears.
• Liaise with outside agencies to obtain the best outcome for the customer.
• Negotiate with customers for re-scheduling of existing borrowing and handle processing and documentation.
• Cover for colleagues when absent due to holidays or sickness.

Skills

Customer service

Empathy

Target-driven

Team player

Organization skills

Tools

Microsoft Word

Microsoft Excel

Job description

Stellar Select in the United Kingdom is seeking a Collections Specialist to support vulnerable customers and manage arrears for secured lending. You will contact customers to negotiate repayment plans, assess affordability, and monitor ongoing arrangements within a small, supportive team.

The role emphasizes empathy, professional communication, and adherence to FCA guidelines, with a focus on accurate reporting and collaboration with external agencies. A positive, hands-on contributor is valued.